Underwritten by

Travel Insurance Policy Wording

DISCOVERY BANK

Issue Date: 2019

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This document was prepared on 1 October 2019 and applies to all international tickets purchased on or after 1 November 2018 and will be valid until new policy wording replaces it.

Discovery Bank international travel insurance is underwritten by The Hollard Insurance Limited (Hollard), a registered short-term insurer and an authorised financial services provider, and is managed by Oojah Travel Protection.

Overview

This document tells you about Discovery Bank’s cover for international travel. This benefit covers emergency medical and non-medical costs while you travel outside of South Africa. Europ Assistance South Africa assists members with medical emergencies while travelling.

The following criteria are important to note:

Your account must be in good standing at the time of

your claim. For your credit card to be in good standing,

you need to pay the full outstanding amount. Your

account will be in good standing if it is open, active and

not in arrears for more than one month. Your account

will be regarded as not being in good standing if you are

accepted to undergo debt counselling.

The services and benefits described in this policy are

only available to clients who live in South Africa. This

means that their main home is in South Africa and they

have not spent more than six months in another country

in the year before they activated this policy.

A master certificate is issued to Discovery Bank. You must read the schedule of benefits together with this policy wording as they form the complete policy document for your international travel insurance cover. It is also important that you read and understand both the certificate and the policy wording.

Important notes

Please note the following important features of your policy:

1) Activating the automatic travel insurance

benefit

The international travel insurance benefit is available to you if you:

a. Have a Discovery Bank Gold or Platinum credit

card in good standing that paid for the full cost of

your international ticket for an insured person listed

below, or a portion of the cost and the airport taxes

on a Voyager or Discovery Miles free international

ticket.

b. Used your Discovery Miles, or any of the Discovery

rewards partners to pay for the full cost or a portion

of your international ticket for an insured person

listed below, and the airport taxes. .

c. ‘Paid’ means the cardholder either swiped their

card at the point of sale, paid by electronic funds

transfer (EFT) or used any mechanism provided for

payment in the Discovery Bank account terms and

conditions.

d. ‘International ticket’ means international airline or

cruise ticket from South Africa and back to South

Africa.

e. ‘Discovery Miles’ means the rewards currency

earned by Discovery clients for getting healthy,

driving well and spending responsibly. It is one of

the recognised payment methods for the purpose of

this policy.

2) Who qualifies for cover (insured person)

a. The principal (primary) cardholder

b. The secondary cardholder

c. A listed dependant on the main cardholder’s

Discovery Health administered Medical Scheme or

Discovery Life policy

d. A close relative

e. A travel companion travelling on the same itinerary

as the cardholder.

3) Medical cover

a. This policy does not provide cover for medical

expenses if you are a member of Discovery Health.

b. Please note this policy is not a medical scheme and

does not provide cover for medical procedures that

can be done in South Africa.

c. Europ Assistance South Africa arranges direct

payment for medical treatment while on your

insured trip. You must call them to obtain

authorisation for all claims exceeding R10 000 or

before admission to hospital as an inpatient on

+27 11 991 8484.

d. To receive cover, you must be healthy and fit to

travel.

e. The insurance will not cover you when you are

travelling against the advice of a health

professional.

f. The insurance will not cover you when you are

travelling with the intention of getting medical

treatment or a consultation abroad.

g. The insurance will not cover you if you have any undiagnosed symptoms that need attention or investigation in future (that is symptoms for which you are awaiting investigations, consultations, or awaiting results of investigations where the underlying cause has not been established).

h. The medical standards, sanitary conditions,

reliability of telephone systems and facilities for

urgent medical evacuations differ from country to

country. We, as well as our emergency assistance

provider, cannot accept responsibility for any loss,

medical complication or death resulting from any

factor reasonably beyond our control.

4) Close relatives and travel companions

a. Please note that this policy contains conditions and

exclusions that relate to non-insured travelling

companions or close relatives in the event of any

need to cancel or curtail a trip (returning home

before the scheduled date) as a result of changes

in their health.

OVERVIEW

IMPORTANT NOTES

Issue Date: 2019

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5) Age limits

a. Personal accident benefits don’t apply if you are

older than 75.

b. Medical benefits don’t apply if you are older than

75.

c. If you are older than 65, you don’t qualify for

permanent total disability unless you are employed.

d. Any person over the age of 66 taking part in sports

activities as defined under Section 1, point 7, for

any claim relating to medical benefits.

6) Trip limits

a. Trips must start and end in South Africa and you

must have booked and paid for your return

international ticket as per the requirements to

activate the automatic travel insurance benefit on

page 1, before your departure from South Africa.

b. The policy does not provide cover for travel on a

one-way ticket or for the intention to emigrate.

c. The international travel benefit covers you for

emergency medical and non-medical costs outside

the borders of South Africa for 90 days from your

date of departure from South Africa. The cover

ends on your return home or after 90 days from

your date of departure from South Africa, whichever

happens first.

d. If you are travelling for more than 90 days, you

have to arrange additional travel insurance through

your travel agent before leaving South Africa.

e. The cover in this policy is valid for travel outside the

territorial limits (borders) of South Africa. We don’t

provide cover for travel to the following countries:

i. The following countries are excluded due to

no or very limited medical services available,

or due to sanctions imposed by either the

US, UN or EU:

1. Afghanistan

2. Belarus

3. Burma (Myanmar)

4. Burundi

5. Burkina Faso

6. Central African Republic

7. Crimea Region

8. Cuba

9. Democratic Republic of the

Congo

10. Eritrea

11. Guinea

12. Guinea – Bissau

13. Haiti

14. Iran

15. Iraq

16. Lebanon

17. Liberia

18. Libya

19. Mali

20. Niger

21. North Korea

22. Russian Federation

23. Sierra Leone

24. St Helena Bay

25. Somalia

26. Sudan

27. Syria

28. South Sudan

29. Venezuela

30. Yemen

31. Zimbabwe

7) Authorisation of medical expenses

a. Medical emergency Accident and emergency

department (A&E), emergency room (ER) or

casualty department:

i. You, your travel companion or someone

designated by you, must phone Europ

Assistance South Africa on +27 11 991 8484

immediately when your condition has been

stabilised in the emergency department.

ii. If you are unconscious, your travel

companion must contact us within 24 hours

of your admission. If you are travelling alone,

you must contact us within 24 hours of

regaining consciousness.

iii. If you do not contact us for authorisation, our

legal responsibility will be limited to R10,000.

iv. We cover the following conditions while

being treated in the A&E, ER or casualty

department:

1. Anaphylaxis (constricted

airway)

2. Bone fracture

3. Burns

4. Cardiac arrest

5. Choking or blockage of the

airway

6. Diving disorders or drowning

7. Heat stroke

8. Hair tourniquet (where a hair or

other thread becomes tied

around a toe or finger tightly

enough to cut off blood flow)

9. Heavy bleeding

10. Hyperglycaemia (diabetic

coma) and hypoglycaemia

(insulin shock)

11. Hypothermia or exposure

12. Insect or animal bites and

stings

13. Joint dislocation

14. Poisoning

15. Seizures or a malfunction in

the electrical activity in the

brain

16. Stroke

17. Wounds, including lacerations,

incisions and abrasions

18. Gastrointestinal bleeding,

avulsions and sucking chest

wounds.

b. Medical emergency outpatient treatment for

medical conditions not listed above:

i. You must phone +27 11 991 8484 before

receiving any treatment where the cost is

more than R10 000.

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ii. We provide cover for treatment in urgent

care or for a consultation with a general

practitioner.

iii. If you do not contact us for authorisation, our

legal responsibility will be limited to R10,000.

c. Medical emergency – inpatient treatment

i. You, your travel companion or someone

designated by you, must phone Europ

Assistance South Africa on +27 11 991 8484

before you are admitted as an inpatient.

Your cover and our legal responsibility will

be limited to R10 000 if you don’t get

authorisation for hospital admission.

ii. If you are unconscious, your travel

companion must contact us within 24 hours

of your admission. If you are travelling alone,

you must contact us within 24 hours of

regaining consciousness.

iii. If you do not contact us for authorisation, our

legal responsibility will be limited to R10,000.

d. If you need assistance in contacting Europ

Assistance South Africa, you can also contact the

international operator of the country you are visiting

and ask to be connected to Europ Assistance South

Africa on reverse call charges. Once connected,

Europ Assistance South Africa will validate whether

you qualify for the free benefit. Before they

authorise the admission and issue a payment

guarantee, they will also identify whether the

current funding request relates to a medical or

surgical condition that existed previously, which is

not covered by the international travel benefit.

8) How to submit a claim

a. Out-of-hospital emergency medical expenses, you

can choose between these options:

i. Pay upfront for out-of-hospital emergency

medical expenses if your claim is for less

than R5 000 and claim from your insurer on

your return.

ii. If the total cost of your claims for out-of-

hospital emergencies or inpatient treatment

is more than R5 000, you must pay the

excess to the provider immediately. You can

call Europ Assistance South Africa to provide

a guarantee of payment to the provider

directly for any amount that is more than R5

000 after you have paid the excess. Europ

Assistance South Africa will provide a

guarantee of payment if the claim is for a

covered medical emergency and will contact

your healthcare professional overseas to

make sure they receive payment directly.

b. You need to send us the following:

i. A detailed, original account in English from

the healthcare professional including the

diagnosis for the treatment obtained.

ii. A completed International Travel Benefit

claim form. You can access it online:

www.hollardti.co.za. You will have to attach

the following documents in PDF format:

1. Proof of travel dates in the form

of airline tickets

2. Proof of payment for all

attached claims.

iii. When sending us claims, please keep copies

for your own records.

9) Third-party liability

If you use any mechanically propelled vehicle, (for example, a car, rental car, motorcycle or scooter), you will not qualify for liability cover under this policy.

10) Policy excess

a. Please refer to the Schedule of benefits for the

excess amount that applies to each benefit.

b. Non-medical claims: You may have to pay an

excess when you claim. This means you will have

to pay the excess for each insured person, for each

claim. The amount you pay will be the first part of

the claim as stated in the Schedule of benefits.

c. Medical claims: You need to pay a co-payment

upfront for out-of-hospital emergency medical

costs. You will have to pay the first R2 000 of the

out-of-hospital emergency treatment cost per

person per journey yourself. The international travel

benefit covers the balance when authorised by

Europ Assistance South Africa.

11) Sports and activities

Your policy contains restrictions regarding the participation in sports. Please refer to the Sporting activities covered under the Emergency medical treatment section as well as the age limits. Please note that we do not provide cover for rescue costs relating to altitude sickness.

Meaning of words

Accidental bodily injury: A sudden, violent, external event, which happens at a known time and place and causes the death, loss of an arm, leg or sight, or permanently disables the insured person in the 12 months after the event.

Cancellation: Cancelling a planned trip due to the insured person’s inability to start the trip.

Cardholder: A Discovery Bank credit cardholder in good standing who paid for the full cost of the international ticket using their Discovery Bank credit card or Discovery Miles, or combination of both.

Carrier: A scheduled or chartered aircraft or land or water transport that is licensed to carry passengers for hire, on which clients are travelling as fare-paying passengers. Aircraft excludes all non-pressurised single engine piston aircraft, land transportation excludes any hired motor vehicle or motorcycle and water transportation excludes any ferry.

Carrier accumulation limit: The total amount we pay for insured individuals travelling in the same carrier at any one time.

Children or child: A natural or adopted child (son or daughter) who does not have a full-time job, is under the age of 21 years old, is unmarried, not pregnant and does not have children, and is a dependent of an insured person.

MEANING OF WORDS

Issue Date: 2019

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Close relative: A spouse or common law partner, parent, parent-in-law, step-parent, legal guardian, child (including legally adopted children, stepchild and a daughter-in-law or son-in-law), sibling (including step-siblings and a sister-in-law or brother-in-law), grandparent, grandchild, or fiancé of an insured person.

Common law partner: The person living with the insured person as their husband or wife (including a same-sex partner) for at least six months in a row before the start of the period of insurance.

Complications of pregnancy and childbirth: In this policy, complications of pregnancy and childbirth include the following unexpected events occurring more than 15 weeks before the expected delivery date:

Toxaemia

Gestational hypertension

Pre-eclampsia

Ectopic pregnancy

Hydatidiform mole (molar pregnancy)

Post-partum haemorrhage

Retained placenta membrane

Placental abruption

Hyperemesis gravidarum

Placenta praevia

Stillbirth

Miscarriage

Medically necessary emergency

Caesarean sections

Premature birth.

Curtailment: Returning home from your trip before the scheduled return date.

Effective date: a. The cancellation benefit will be effective at 00:00 on

the date after you paid for your international ticket.

b. All other cover will commence when passing

through passport control from South Africa and will

end when passing back through passport control

into South Africa (including local connecting flights).

Health professional: A legally licensed member of the medical profession, recognised by the law of the country where treatment is provided, practicing within the scope of his or her licence and training. The health professional must not be your or any travel companion’s relative.

Home: The address you live at for most of the year in South Africa.

Home country: This is South Africa.

Illness: Any unexpected sickness or disease that starts, is caught, or shows up during a trip.

Injury: Harm or damage to your body that happens after an accidental bodily injury.

Inpatient: A hospital patient who receives lodging and food as well as treatment.

International ticket: An international airline or cruise ticket from and back to South Africa.

Limits of cover: Your maximum cover for one period of insurance is limited to the amount stated in each section, for each insured person, unless we agree to something different.

Loss of limb: The physical breaking off or a permanent injury of a limb. In the case of an arm, loss that stops the use of the arm at or above the wrist, or in the case of a leg, loss that stops the use of the leg at or above the ankle.

Loss of sight: Total blindness in one or both eyes where there can be no improvement. This is considered to have occurred if the degree of sight remaining after correction is 3/60 or less on the Snellen scale.

Manual work: A job using your hands including installing, putting together, maintaining or repairing electrical, mechanical or hydraulic equipment (other than in a purely managerial or supervisory, sales or administrative capacity). It also includes any trade work like being a plumber, electrician, lighting or sound technician, carpenter, painter, decorator or builder.

Medical emergency: An acute injury or illness that poses an immediate risk to a person's life or long-term health.

Outpatient: A person who goes to a doctor's office or hospital for treatment but who does not spend the night there.

Pair or set: A number of items of your luggage that are similar or complementary to each other or used together, for example, a pair of earrings or a set of golf clubs.

Period of insurance: a. Cancellation cover starts when you buy your

international ticket, and

b. Cover for all other sections applies for the length of

your trip, provided it does not exceed a maximum of

90 consecutive days from the date of departure

from South Africa.

Permanent total disability: Disability that, having lasted for at least 12 consecutive months from the date of occurrence will, in the opinion of an independent qualified specialist, entirely prevent you from engaging in, or giving any attention to any and every business or occupation for the rest of your life.

Personal baggage: Suitcases and bags containing items that belong to you for your personal use while on your trip. The following items are not considered personal baggage:

Cash

Passports or travel documents

Items hired by you (other than skis and ski

equipment)

Dentures

Bonds

Securities

Stamps or documents of any kind

Driving licences and passports

Musical instruments

Typewriters

Glass

China

Antiques

Pictures and photos

Pedal cycles

Hearing aids

Coupons

Vehicles or accessories

Samples or merchandise or business goods or

specialised equipment relating to a trade or

profession

Issue Date: 2019

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Unused mobile telephone rental charges or pre-

payment

Food and perishable items.

Policy excess: The first amount that you must pay for each and every incident and each insured person for each and every section of cover where the policy excess applies.

Pre-existing medical condition:

a. Any past or current medical condition that has given

rise to symptoms or for which any form of treatment

or prescribed medicine, medical consultation,

investigation or follow-up or check-up has been

required or received during six months before the

start of cover under this policy or before any trip.

b. Any cardiovascular or circulatory condition (for

example, a heart condition, high blood pressure,

blood clots, high cholesterol, stroke, aneurysm) that

has occurred at any time before the start of cover

under this policy or before any trip.

Paid: It means the cardholder either swiped at the point of sale, or by electronic funds transfer (EFT), or used any mechanism provided for payment in the Discovery Bank account terms and conditions.

Pre-paid: Paid before departing from South Africa.

Secure baggage area: Any of the following, as and where appropriate:

a. The locked dashboard, boot or locked baggage

compartment of a hatchback vehicle fitted with a lid

closing off the baggage area, or of an estate car

with a fitted and engaged tray or roller blind cover

behind the rear seats.

b. The fixed storage units of a motorised or towed

caravan.

c. A locked baggage box, locked to a roof rack that is

locked to the vehicle roof.

Strike or industrial action: Any form of Industrial action, whether organised by a trade union or not, that is carried on with the intention of preventing, restricting or otherwise interfering with the production of goods or the provision of services.

Terrorist act: Any actual or threatened use of force or violence conducted by an organisation with an identifiable chain of command or conspiratorial cell structure (whose members wear no uniform or identifying insignia) and perpetrated by a non-state entity, excluding civil disorder, riot, or war whether declared or not with the stated or unstated objective of pursuing economic, ethnic, nationalistic, political, racial or religious interests (whether such interests are declared or not). Robberies or other criminal acts, committed primarily for personal gain are not terrorist acts.

Trip: When travelling in a direct and uninterrupted manner on an international journey, outside the borders of South Africa (including local connecting flights).

Unattended: When you cannot see and are not close enough to your property or vehicle to prevent unauthorised interference or theft of your property or vehicle.

Valuables: Cameras, photographic and video equipment, and associated equipment of any kind; computer hardware and software; games consoles (PlayStation, Gameboy, Nintendo, etc.) accessories and games; personal organisers;

mobile telephones; televisions; portable audio equipment (DVDs, CDs, mini-discs, MP3 players, iPods, etc.) and all associated discs and accessories; spectacles; sunglasses, telescopes; binoculars; jewellery; watches; furs; leather articles; perfumes; precious stones and articles made of or containing gold, silver or other precious metals.

Weather: The state of the atmosphere with respect to wind, temperature, cloudiness, moisture and pressure.

We, our, us: The Hollard Insurance Company Limited (Hollard), a registered short-term insurer and licensed financial services provider.

You, your: Where a Discovery Bank credit card in good standing, or Discovery Miles, or both, was used to pay for the full cost or a portion of the international ticket and you do not exceed the age limit, the following persons are deemed to be insured persons:

a. The primary cardholder

b. The secondary cardholder

c. A listed dependant on the primary cardholder’s

Discovery Health administered Medical Scheme or

Discovery Life policy

d. A close relative

e. A travel companion.

General conditions applying to all sections of this document

1) Accuracy of material information

We may cancel this policy or any part of it if any important details that have an effect on the risk of the insured persons are not shared with us, or hidden from us by you, or on your behalf. This will also apply if you do not tell us of any changes to the risk or your health. It is your responsibility to share information with us that may affect our decision to provide cover.

2) Amendments to cover

We may change this policy by letting you know about the changes within 30 days of making the changes. We will let you know by fax, post or email, using the latest contact details you provided. Any change will be effective from the day we agreed to it.

3) Automatic extension

The period of insurance will automatically increase if an event that results in a valid and legal claim under the medical benefit of this policy or a valid claim covered by Discovery Health happens after you have left South Africa.

4) Cancellation

We may cancel this policy by giving you 30 calendar days’ notice at your last known address.

5) Claims procedure and conditions

a. If an event that results in a claim or is likely to result

in a claim comes to your knowledge, you must let

us know within 30 days and give us the following as

soon as possible:

GENERAL CONDITIONS APPLYING TO

ALL SECTIONS OF THIS DOCUMENT

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i. Details of any other policy covering the same

event

ii. Written details of the event

iii. Any proof, information and sworn

declarations (affidavits) that we may need

iv. Any document or details of any communication you get about the claim.

b. You may not make any admission, statement, offer, promise, payment or payment to another party on our behalf, relating to the claim unless we agree that you can, in writing.

c. You must report any event that involves the

following to the police within 48 hours after it takes

place:

i. Malicious damage

ii. Damage to a vehicle

iii. Theft

iv. Any other criminal act or suspected criminal

act

v. Loss of property. d. You must also take all reasonable and practical

steps to find the guilty party and get the stolen or

lost property back.

e. We may take over and carry out the defense or

settlement of any claim or recovery from any other

party in your name.

f. You must give us all the information, documents

and help we need to get indemnity from other

parties.

g. We are not responsible for any claim after 365 days

from the date of the event that caused the claim,

unless the claim is the subject of an ongoing court

action between you and us, or the claim is for an

amount you may be legally required to pay to a

third party.

h. If we do not accept responsibility for or reject a

claim, or if you do not agree with the amount we

agreed to pay for your claim under this policy:

i. You must let us know in writing within 90

days of receiving our letter of rejection. This

can be sent to The Hollard Insurance

Company Ltd, PO Box 87419 Houghton,

Johannesburg, 2041

ii. You can call The Ombudsman for Short-

Term Insurance on 011 726 8900 or visit

their website www.osti.co.za or fax your

complaint to 011 726 5501 or post it to PO

Box 32334, Braamfontein, 2017.

iii. If your complaint is not resolved in this manner, you can start legal action against us by serving us with a summons. You need to start legal action within six months after receiving this notice plus the 90-day period of receiving the letter. If you do not start legal proceedings within that time, you can no longer claim the benefit under the policy.

i. We will only be responsible for loss, damage or liability that results from one event, under one section of this policy.

j. Where cover for liability to third parties is listed under any section of this policy, we may pay you the limit of cover for that event or a lower amount that is enough to settle any claims that arise from an event. After that we will not be responsible for any further liability for that event.

k. You are not allowed to get rid of any property until we have approved the claim, even if we choose not to take ownership of that property.

l. When approving a claim, we may decide to repair, replace or pay cash to you. This is limited to the sum insured or the amount listed in the Schedule of benefits and will be based on whether the first amount due (the excess) has been paid by you.

m. You have to sign a release document allowing us to settle a claim, before we will settle a claim.

n. In an emergency, you must contact us before the cost of the claim reaches R5 000. If you are unable to contact us immediately, you or a person chosen by you must contact us within 24 hours.

o. All claims other than claims for medical expenses where you have contacted us to pay the provider direct at the time of emergency, burial and repatriation of mortal remains are only payable in South Africa.

p. In the event of a valid claim, you will allow us to change your existing airline tickets you can’t use because of the claim.

q. You will have to have a medical examination that you must pay the cost of, if we require it.

6) Communication of material changes

a. You must let us know immediately, in writing, if

there are any changes in your circumstances,

before the change occurs (if possible) to make sure

you have cover at all times.

b. Examples of changes include a change in your

health.

If we accept the changes, they will be effective from the date we agree on if they are in line with our terms and conditions. We will confirm these changes by sending you an updated

schedule.

7) Privacy of your personal information

a. Processing your personal information: We have

to collect and process some of your personal

information in order to provide you with our

products and services, and also as required by

insurance, tax and other legislation.

b. Sharing your personal information: We will share

your personal information with other insurers,

industry bodies, credit agencies and service

providers. This includes information about your

insurance, claims and premium payments. We do

this to assess claims, prevent fraud and to conduct

surveys.

c. Accessing your medical information: We may

ask you to undergo any necessary medical testing,

blood testing and examinations. We may also ask

you to send us any medical information we need to

accurately assess our risk or your claims.

d. Protecting your personal information: We take

every reasonable precaution to protect your

personal information (including information about

your activities) from theft, unauthorised access and

disruption of services.

e. Receiving marketing from us: Please contact us if

you want to change your marketing preferences.

Remember that even if you choose not to receive

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marketing from us, we will still send you

communications about this product.

8) Currency

If you have any expenses that are in another currency (not the South African rand), we will use the exchange rate on the date we calculate your settlement amount to calculate the amount to be paid. The limits in the Schedule of benefits are in South African rand.

9) Fraudulent acts in making a claim

If a claim made under this policy:

a. Is fraudulent or illegal in any way, or if you (or

someone on your behalf) uses fraud to get any

benefit under this policy

b. Has been exaggerated or false information has

been given about the claim

We will not be responsible for the claim and you will have to repay all amounts that we paid for the claim to us. We reserve the right to recover any damages that we may have suffered because of your fraudulent conduct.

10) Interest on payments due by us

We will not pay interest on any amount due by us in terms of this policy unless a court of law orders us to do so.

11) Interpretation

The proposal of insurance, this policy, and the schedule together form one document. This includes any endorsements or extra information that forms part of the proposal of insurance, this policy and the schedule. If any word or phrase has been given a specific meaning, it will have the same meaning wherever it is used in this document. Headings have been used to help you find the information you need and do not affect the interpretation or meaning of the document. If there is any difference in interpretation between the information in the printed policy and the information in the schedule, the information in the schedule will apply.

12) Jurisdiction

The law of the Republic of South Africa binds this policy. We will only follow judgments delivered in the first instance by a court of competent jurisdiction within South Africa. This means that we will not accept judgments from:

a. Courts from countries outside South Africa

b. Tribunals, arbitrators and other non-judicial bodies

c. Any appeal court.

13) Observance of policy terms, conditions and

warranties

Our legal responsibility is based on a person claiming cover or benefits under this policy following the terms, conditions and warranties set out in the document. If a person does not follow or comply with any of the terms, conditions or warranties, their claim may be rejected or the policy may be cancelled.

14) Other insurance

a. If an airline, service provider or insurance company

(including other credit card insurance) covers any

claim (except for a personal accident benefit), then

the amount the airline, service provider or

insurance company pays will be deducted before

we calculate our liability.

b. If we agreed to pay any expenses on your behalf,

which the policy does not cover, you must repay the

amounts paid by us within 30 days.

c. If you have more than one policy underwritten by

us, the maximum amount we will pay cannot be

higher than the limit of liability of the policy with the

highest limit of liability.

15) Pre-existing medical conditions

You do not get cover for any claim relating directly or indirectly to a pre-existing medical condition unless it is listed in the Medical section as a covered illness.

16) Prevention of loss

You must take all reasonable steps to stop loss or damage, death, bodily injury, liability and accidents and to prevent further loss or damage following an insured event.

17) Proof of value and ownership

You must give us proof of the value and ownership of any item you claim for.

18) Rights of others

This policy gives rights to you only. No other person may claim for loss under this policy.

19) When cover ends

This policy ends on the earliest of the following dates:

a. The date of your return home (when you pass

through passport control)

b. The date you reach the maximum age limit for the

cover selected

c. The end date of the master agreement between

Discovery Bank and The Hollard Insurance

Company Ltd

d. 91 days after your departure date from South

Africa.

General exclusions applying to all sections

This policy does not cover:

1) Any person older than the age limits.

2) Loss, damage or expenses that you have cover for from

another policy or you do have cover for if you did not

have this policy. This does not apply to personal

accident cover. You must let us know if you have any

other policy that will cover the event you are claiming

for.

GENERAL EXCLUSIONS APPLYING TO

ALL SECTIONS

Issue Date: 2019

15 16

3) Costs that you would have paid if the claim event did

not take place (for example, the cost of a transfer

between your hotel and the airport).

4) Any item you are claiming for that is not listed under

the What is covered section. For example, we will not

pay for the costs of telephone calls, faxes, meals

(except if it is part of a Travel delay claim), taxi fares,

interpreter’s fees, inconvenience, distress, loss of

earnings, loss of enjoyment of holiday, timeshare fees,

holiday points, rescue costs, unused travel and

accommodation (except if it was cancelled before your

departure date from South Africa) and any additional

travel and accommodation not pre-authorised by us.

5) A deliberate reckless and irresponsible act or

omission by you.

6) Any claim resulting from you acting illegally or

criminally.

7) Unnecessarily putting yourself in danger, except if you

are trying to save a human life.

8) Any claim that happens (directly or indirectly) because

of:

a. An insured person being under the influence of

alcohol with more than 0.05 % blood alcohol

content (BAC)

b. An insured person being under the influence of

drugs or medicine, unless the medicine was

prescribed by a doctor

c. An accident that takes place because an insured

person is driving with more than the legal limit of

alcohol in his blood

d. Alcohol abuse, alcoholism, substance abuse,

solvent abuse, drug abuse or addictive

conditions of any kind.

9) Any claim that (directly or indirectly) results from

suicide, attempted suicide, intentional self-injury,

mental disorder, insanity or psychiatric, psychological,

emotional and nervous conditions.

10) Sexually transmitted diseases.

11) Insured persons who drive a vehicle or motorcycle

without a valid driving licence.

12) Insured persons who do manual work linked to a

profession, business or trade during the trip.

13) Travelling on a one-way ticket with the intention to

emigrate.

14) Insured persons doing or practicing for the following sports and activities: bobsleigh, boxing, canyoning, caving, cave diving, flying as crew, heli-skiing, horse jumping, horse racing, hunting, shooting, hunting-on-horseback, hurling, ice hockey, luge, competitive martial arts, micro lighting, motor racing, mountaineering, parasailing, paraskiing, polo, potholing, professional sports, quad-biking over 250cc, rock climbing, rock scrambling, shark feeding, cage diving, skeleton, ski jumping, ski racing, ski stunting, skiing off-piste, snowboarding off-piste, steeple chasing, team sports played in competitive contests, wrestling, yachting (racing) or any other activities unless we have given you written acceptance of them.

15) Flying or sea travel of any kind, where you are: a. Not travelling as a fare-paying passenger

b. A member of the crew.

16) War (even if war is not declared), hostilities, invasion or

civil war. This exclusion is amended for personal

accident benefits as follows: This policy does not cover

death or disability caused or contributed to by war,

hostilities or any act of war or civil war that the insured

person is actively taking part in.

17) Radioactive contamination (direct or indirect).

18) Taking part in work or activities that use explosives or

dynamite.

19) Being in the army, police force, armed forces or

paramilitary organisation, when you are travelling for

work.

20) Insured persons travelling to a country, area or event

that the Foreign and Commonwealth Office has

advised people not to travel to.

21) Any claims caused or contributed to by nuclear,

chemical and biological terrorism. For the purpose of

this exclusion, this policy does not cover any claims in

any way caused or contributed to by an act of terrorism

involving the use or release or threat of any nuclear

weapon or device or chemical or biological agent. For

the purpose of this exclusion an act of terrorism means

an act, including but not limited to the use of force or

violence or the threat, of any person or group of

persons, whether acting alone or on behalf of or in

connection with any organisations or governments,

committed for political, religious, ideological or ethnic

purposes or reasons including the intention to influence

any government or to put the public, or any section of

the public, in fear.

22) Any loss or damage (direct or indirect) caused by

medical services or a delay in medical services

related to the cover under this policy, whether provided

by us or by anybody else.

23) Cover for the fulfilment of any ransom demands.

24) Pregnancy of you or any other person where the

problem arising is not defined under complications

relating to pregnancy and childbirth before the 26th

week of pregnancy.

25) Baggage freight costs.

26) Participation as a professional sportsperson receiving

payment for each appearance (other than sponsorship

only).

27) Any sport not listed in this policy (refer to the approved

sports under the medical benefit).

28) Contraceptive devices, prosthetic devices or

crutches, a brace of any kind, new or replacement

spectacles and new or replacement dentures.

Section 1: Emergency medical treatment

What we cover

1) Authorised medical expenses up to the limit of liability

as an inpatient for the immediate treatment of an

unexpected illness or injury.

2) Consultation fees and prescribed medicine up to

R10 000 as an outpatient not authorised by us for the

immediate treatment of an unexpected illness or injury.

3) Authorised consultation fees and prescribed

medicine up to the limit of liability as an outpatient for

the immediate treatment of an unexpected illness or

injury.

SECTION 1: EMERGENCY MEDICAL TREATMENT

Issue Date: 2019

17 18

4) Physiotherapy up to R2 000 when referred by a health

professional due to an unexpected illness or injury.

5) Ambulance charges to take you to the nearest

hospital.

6) Authorised medical expenses for the immediate

treatment as an inpatient when you are hospitalised for

more than 48 hours relating to the following medical

conditions you already have:

Allergies limited to rhinitis, chronic sinusitis,

eczema, food intolerance, hay fever

Asthma, providing that you have no other lung

disease, and are younger than 60 years of age at

the date the policy is activated

Bell’s palsy

Benign positional vertigo

Carpal tunnel syndrome

Coeliac disease

Congenital blindness

Congenital deafness

Diabetes (types I and II) provided you were

diagnosed over 12 months ago and have no eye,

kidney, nerve or vascular complications, do not

suffer from a known cardiovascular disease,

hypertension, hyperlipidaemia or

hypercholesterolemia and you are younger than 65

years at the date the policy is activated

Deep vein thrombosis – provided you do not suffer

from a cardiovascular condition

Epilepsy provided there has been no change to

your medical treatment in the past 12 months

Flu, provided the symptoms are not accompanied

by shortness of breath, chest pain, sudden

dizziness or confusion

Folate deficiency

Gastric reflux

Hiatus hernia

Hypercholesterolemia (high cholesterol) – provided

you do not also suffer from a known cardiovascular

disease or diabetes

Hyperlipidaemia (high blood lipids) provided you do

not also suffer from a known cardiovascular

disease or diabetes

Hypertension (high blood pressure) provided you

do not also suffer from a known cardiovascular

disease or diabetes

Impaired glucose tolerance

Incontinence

Insulin resistance

Iron deficiency anaemia

Meniere’s disease

Menopause

Migraine

Osteopenia

Osteoporosis

Pernicious anaemia

Complications of pregnancy: for a single,

uncomplicated pregnancy, where your trip ends on

or before 26 weeks after conception, which does

not result from services or treatment associated

with an assisted reproductive programme, including

but not limited to in vitro fertilisation

Raynaud’s disease

Sleep apnoea.

7) The international travel benefit covers medical

emergency expenses (as listed above) sustained during

participation in the listed sporting activities below only

on a non-professional basis while on your trip. You

receive cover when you are under the age of 66 years

old:

Abseiling

Acrobatics

Aerobics

American football

Amateur athletics

Archery

Badminton

Banana boat rides

Baseball

Basketball

BMX cycling (exclude racing and competition)

Blackwater rafting, cave tubing

Boating, sailing

Bowling (lawn and ten-pin)

Boxing (training or no contact)

Bungee jumping using a body harness as a back-

up

Camel riding for a day or if you are on a camel trek

Canoeing (inland or 10km coastal waters limit)

Canyon swing

Clay pigeon shooting

Cricket

Curling

Cycling (exclude racing and competition)

Dancing (ballroom, salsa, capoeira, ballet,

contemporary, jazz, hip-hop)

Dirt boarding

Dragon boating

Dune buggy

Elephant riding for an hour, a day or overnight

Fencing

Fishing (deep sea, angling, fly fishing, on a river,

boat, or standing in a lake: excluding ice fishing or

commercial fishing)

Fly by wire

Football

Go karting (recreational)

Golf

Gym (including weights, Pilates, aqua aerobics,

yoga)

Gymnastics

Handball

Hiking (under 6 000 metres altitude, organised

tours or clearly marked routes. Excluding solo treks,

mountaineering and helicopter rescue)

High diving (less than 10 metres)

Hockey (field or indoor – excluding ice hockey)

Horse riding (leisure, on a tour with a licenced tour

operator, non-competitive – excluding polo, hunting

and jumping)

Hot-air ballooning (excluding racing and

competition)

Husky-sledge-driving (excluding endurance and

racing)

Ice-skating (indoor and outdoor rinks – excluding

racing)

Jet-boating

Issue Date: 2019

19 20

Jet-skiing

Jogging

Kayaking (white water, sea, river, lake)

Kite-boarding

Kite-surfing (excluding racing, competition and

surfing during a storm)

Land-surfing

Marathons

Martial arts (training – excluding contact)

Moped, scooter (South African and local licence for

operating this class of vehicle required; you must

wear a helmet)

Motor experience as a passenger only (excluding

racing)

Motorcycle riding (touring, independent, organised

tour; South African and local licence for operating

this class of vehicle is required; you must wear a

helmet – excluding off-road, racing and

competition)

Motorcycle riding (as a passenger you must wear a

helmet)

Mountain biking (excluding racing and competition)

Netball

Paintball

Parasailing over water

Quad biking (not exceeding 250cc – excluding

racing and competition)

Racquetball

Roller-skating

Roller-blading or inline skating

Rowing or sculling, surf-boat-rowing (inland or

10km coastal waters limit)

Running or jogging, including half-marathon or less,

marathon and ultra-marathon distances

Safari tours (excluding hunting or guns)

Sail boarding or wind surfing

Sailing

Sandboarding or sand skiing

Scuba diving (when an open water diving licence is

held and diving with a buddy diver, or diving with a

licensed instructor, with a maximum depth of 30m)

Shark cage diving

Segway tours

Skateboarding

Skiing (on-piste or glacier – excluding racing,

competition and black slopes for first-time skiers)

Skidoo

Snorkelling

Snowboarding

Soccer

Softball

Speed boating (as a passenger on a licensed

carrier)

Squash

Stand-up paddle surfing or paddle-boarding

Surfing (excluding competition)

Swimming

Swimming with whales, whale sharks or dolphins

Tennis

Tobogganing (excluding racing and competition)

Tuk-Tuk as a passenger (excluding Tuk-Tuk racing)

Volleyball

Wakeboarding (excluding competition)

Wall climbing (artificial or proper harness wear and

usage – excluding racing and competition)

Water polo

Water skiing (excluding competition)

White water rafting (grades 1 to 4)

Windsurfing (excluding competition)

Yachting (inside territorial waters – excluding racing

and competition and being a member of the crew)

Yoga

Zip line

Zorbing (excluding racing and competition.

8) Travel back to South Africa due to an unexpected

illness or injury

If the medical condition necessitates a flight on a

different date than your scheduled flight, or in a different

class of travel and you are fit to travel, we will book and

pay for your flight to South Africa including

accommodation (three-star) after your discharge from

hospital if this is different to your booked

accommodation. If you are fit to travel and can return

but choose not to, all expenses incurred after that date

will be for your own account. You must contact us to

make the arrangements before incurring the costs.

9) Work on teeth under certain circumstances

The International Travel Benefit will only cover you for specific emergency dental work on sound natural teeth, which is limited to:

Temporary caps and fillings for teeth that break

Re-cementing of existing crowns and bridges

Emergency root canal treatment for pain control. 10) Accompanying travel companion

We will book and pay for flights and accommodation (economy and three-star accommodation) for one person to stay with you and accompany you on the trip home if our medical officer confirms that it is medically necessary for you to be accompanied on the trip home and the return journey cannot take place on the original scheduled date. You must contact us to make the arrangements before incurring the costs.

11) Visit by any one person

We will book and pay for a return air ticket (economy class) plus reasonable accommodation costs (three-star) for one person to fly out to you after you are admitted to hospital for more than five days. You must contact us to make all travel and accommodation arrangements before incurring the costs.

12) Repatriation of children

We will book and pay for flights (economy class) to send your children, under 18 years of age and insured under this policy, home if you are admitted to hospital due to an unforeseen illness or injury and there is no other responsible adult to take care of them. You must contact us to make the arrangements before incurring the costs.

13) Burial or cremation of a deceased insured person

We will arrange and pay for the burial or cremation of an insured person who passes away abroad. Alternatively, we will pay for and arrange the transportation of an insured person’s body or ashes home. You must contact us to make the arrangements before incurring the costs.

Issue Date: 2019

21 22

What we do not cover

1) Accommodation and flights not arranged by us.

2) Costs exceeding the authorisation limit, where you did

not contact us for authorisation before incurring the cost.

3) Any claims for costs related to pregnancy or childbirth

unless the claim is due to complications of pregnancy

and childbirth and happens more than 15 weeks before

the expected delivery date.

4) Expenses as a result of a tropical disease when you

have not had the recommended injections or taken the

recommended medicine.

5) Any costs in your home country other than costs related

to transporting you or your remains home.

6) Cancer of any kind whether pre-existing or not. This

exclusion applies to tests as well as any form of

treatment or surgery.

7) Participating in an extreme sport or activity or hazardous

pursuit. A hazardous or extreme sport or pursuit is an

activity that extends beyond what we consider

conventional and puts you at a high risk for illness or

injury. Examples include motorsport, mountaineering

using ropes, rock climbing, skydiving and BASE

jumping.

8) Motorcycle or moped riding if you are not wearing a

helmet, or you are not in possession of a valid

motorcycle license, or the driver is not in possession of

a valid motorcycle license.

9) Any claim relating directly or indirectly to a pre-existing

medical condition that is not listed under the What is

covered section.

10) Treatment which, in the opinion of our medical officer,

can reasonably be delayed until your return to South

Africa.

11) Treatment or services provided by a private clinic or

private hospital, health spa, convalescent home,

chiropractor or any rehabilitation centre.

12) Treatment or surgery for cosmetic purposes.

13) Treatment related directly or indirectly to myalgia.

14) Physiotherapy without a referral from a health

professional. Where you have been referred, our

maximum cover for physiotherapy is limited to R2 000.

15) Medical expenses incurred after 12 months of the illness

or injury first manifesting itself on your trip.

16) All persons given a terminal prognosis (whether pre-

existing or not).

17) Treatment and medicine in connection with the

stabilisation and regulation of a pre-existing, chronic or

recurrent illness. Examples of medicine not covered

include insulin or blood pressure medicine.

18) Any medicine without a prescription from a health

professional.

19) Any costs relating to search or rescue operations.

20) Any costs for helicopter rescue due to altitude sickness.

21) Any claim for reimbursement where you cannot provide

us with the supporting documents such as proof of

payment, invoice, medical report confirming the

diagnosis and a medical history if treatment was

required for an illness.

22) Any claim related to medical expenses if you are a

member of a medical scheme.

23) Anything mentioned in the general exclusions.

Section 2: Assistance services

What we cover

We will pay the administrative and delivery costs for the following services while you are on your trip:

1) Consular referral

We will give you the contact details of diplomatic representatives wherever possible.

2) Emergency travel and accommodation

arrangements

We will give you all reasonable, practical and possible assistance in arranging emergency alternative accommodation and onward or return transport. You will be responsible for the payment of all costs and need to make arrangements to pay us or the service provider when the cost is incurred.

3) 24-hour medical emergency telephone helpline

Our 24-hour helpline gives you access to professional medical assistance to help you with any health questions.

4) Legal assistance abroad

Qualified and experienced in-house attorneys to give you guidance and information on legal matters while you’re on your trip through our legal advice line.

5) Replacement of lost travel documents

We will help you replace lost or stolen tickets and travel documents and refer you to suitable travel offices, but we do not cover the cost of any items insured under another section of this policy.

6) Cash advance

We will contact Discovery Bank to assist you with the transfer of emergency funds to you if you urgently need it. This will apply when your normal financial or banking arrangements are not available locally and is intended to cover your immediate emergency needs.

7) Urgent message relay

We will send out urgent messages after an illness, accident or travel delay problems to your family, friends or any other contact people you choose.

SECTION 2: ASSISTANCE SERVICES

Issue Date: 2019

23 24

What we cover

If you suffer accidental bodily injury during the trip, which directly causes your death or permanent disability within 12 months, we will pay the following benefits to you or your legal representatives, up to the limit of liability in the Schedule of benefits.

Special conditions relating to claims

1) Our medical officer must make and document the

diagnosis and determination of permanent total

disability. The disability must be continuous and

permanent for at least 24 months in a row.

2) The total amount of compensation must not exceed

100% of the limit of liability for each insured person or

the accumulation limit if compensation is under more

than one benefit.

3) We need to receive notice of death immediately and we

have the right to have a post-mortem examination of the

body.

What we do not cover

1) Injury not caused only by outward, violent and visible

means.

2) Disability caused by mental or psychological trauma not

involving injury to your body.

3) Disease or any physical defect, infirmity or illness that

existed before the start of the trip.

4) Any payment in over the amount allowed by law arising

from death of insured persons under the age of 18.

5) An insured person who takes part in any adventure

sports and activities.

6) Personal accident benefits after you turn 76.

7) Permanent total disability for people over 65 who are

not gainfully employed.

8) Any claim arising (directly or indirectly) from any type of

illness or bacterial infection, except for medically

acquired infections or blood poisoning from an

accidental cut or wound.

9) Anything mentioned in the general exclusions.

Insured event Sum insured (Expressed as a

percentage of the limit of liability) a) Death 100%

b) Total and permanent loss of hearing in both ears 100%

c) Total and permanent loss of hearing in one ear 50%

d) Total and permanent loss of sight in both eyes 100%

e) Total and permanent loss of sight in one eye 50%

f) Total and permanent loss of both hands or feet 100%

g) Total and permanent loss of one hand and one foot 100%

h) Total and permanent loss of one hand or one foot 50%

i) Total and permanent loss of speech 100%

j) Permanent and incurable paralysis 100%

k) Total and permanent of four fingers and thumb of either hand 70%

l) Total and permanent loss of four fingers or thumb of either hand 40%

m) Total and permanent disablement 100%

n) Permanent disabilities not provided for under the listed insured events ‘a to m’.

15%

SECTION 3: PERSONAL ACCIDENT

Issue Date: 2019

25 26

What we cover

We will pay you back for financial loss you suffer for pre-paid flights and accommodation you or any other insured person do not use, up to the limit of liability in the Schedule of benefits.

Cancellation cover will apply if you book a trip, but you are forced to cancel before your booked date of departure because one of the changes listed below take place less than 60 days before your trip is due to start, without you knowing about it when you booked the trip.

Curtailment cover will apply if you are forced to cut a trip short and return to South Africa because of one of the changes listed below that take place without you knowing about it when you booked the trip:

1) Unforeseen illness, injury or death of you, your

travel companion or a close relative.

2) If you lose your job and you qualify for redundancy

payment under law.

3) Accidental damage, burglary, flooding or fire in your

home, which is over R10 000 and happens after

your booked date of departure from South Africa or

within 48 hours before your booked date of

departure from South Africa. You have cover when

the police need your presence in connection with it.

4) Your compulsory quarantine.

5) You abandoning your trip after a terrorist act in a

city listed on your travel plans 14 days or less

before you are to leave the country. The same city

must not have experienced a terrorist incident in the

90 days before the terrorist incident that is the

cause of your claim.

6) Pre-existing medical conditions affecting you, your

travel companion or a close relative, and the

condition requires inpatient treatment, or your

doctor provides a medical reason that prevents you

to travel.

7) Your pregnancy, or your travel companion’s

pregnancy where your doctor confirms in writing a

medical reason that prevents you to travel and this

is related to one of the conditions listed under

complications of a pregnancy.

Please note: The maximum amount we will pay for cancellation and curtailment claims under Section 4 is the limit of liability in the Schedule of benefits related to one reason only.

Special conditions relating to claims

1) In the event of cancellation due to an illness, injury or

pregnancy you must get a medical certificate from a

health professional which states the reason you can’t

travel before the date of departure.

2) In the event of curtailment due to an illness, injury or

pregnancy you must get a medical certificate from a

health professional which states the reason you can’t

travel and our approval to confirm the need to return

home before the date of return. You must contact us to

book the flight and accommodation.

3) You must let the carrier or travel agent know

immediately if your trip is going to be cancelled or

curtailed to minimise your loss as far as possible. If you

do not and the trip has been cancelled, our

responsibility will be limited to cancellation charges that

would have applied if you had informed the carrier or

travel agent. You must request a refund from the carrier

or travel agent before you submit your claim to us.

4) If the carrier cancels your flight, cruise or train journey,

you must claim from the carrier.

5) If you cancel or curtail your trip because the police, in

connection with accidental damage, burglary, flooding or

fire affecting your home during your trip require your

presence, you must give us a written document from the

police confirming that the loss or damage happened

during the trip or we will not pay your claim.

6) We calculate curtailment claims from the date you return

to South Africa to determine the unused prepaid

accommodation. We calculate claims relating to prepaid

transportation on the cancellation fee you were charged

to change your ticket to return to South Africa earlier

than the booked date. Travel must be in the same

booking class according to the original travel plans

unless authorised by us in writing before incurring the

expense.

7) We calculate cancellation claims on the cancellation

fees charged by the airline or provider for prepaid flights

and accommodation. You must provide a letter from the

airline or provider with a full breakdown of the amount

paid and confirmation of the cancellation fee charged.

What we do not cover

1) Any reluctance to travel or continue travelling, unless

one of the circumstances listed under What we cover

causes your change of travel plans.

2) Cancellation or curtailment fees where the class of

travel does not match your original travel plans.

3) Any costs for additional travel and accommodation.

4) If the regulatory authority in any country orders or

recommends that the aircraft, sea vessel, coach or train

on which you booked to travel on may not depart. You

must send any claim for this to the transport operator.

5) Failure to provide the service or transport (as the result

of error, insolvency, omission, default or anything else)

by a service provider for any part of the trip, unless the

policy specifically covers this event. You must send any

claim in this case to the service provider.

6) Change of plans caused by your financial circumstances

except if you lose your job and qualify for redundancy

payment under current law.

7) Any costs relating to airport taxes or air passenger duty.

You need to get a refund from your carrier for these

costs.

8) Any cancellation, curtailment or trip interruption caused

by work commitments or your employer making

changes to your leave entitlement.

9) Any claim resulting from your inability to travel because

an insured person does not have or could not get a valid

passport or visa in time for the trip.

10) Any claim resulting from your inability to travel because

the carrier cancelled your flight, cruise or train.

SECTION 4: CANCELLATION AND

CURTAILMENT

Issue Date: 2019

27 28

11) Any claim where you did not arrive at the airport with

sufficient time to check in before the flight closed or you

did not reach the boarding gates on time.

12) Regulations or laws by the government of any country,

or delay or changes to the booked trip because of

government action.

13) Nervousness, anxiety, depression or stress-related

disorders that result in your reluctance to travel.

14) If satisfactory medical evidence is not given to prove

that the claim is due to an unforeseen covered event as

listed above, at the date you became aware of the

claim, you will be responsible for the cost of all

arrangements.

15) Cancellation or curtailment caused by pregnancy or

childbirth where the cause is not listed as a medical

complication under the Meaning of words section:

Complications of pregnancy and childbirth, or where you

are more than 25 weeks pregnant during your trip.

16) The policy excess.

17) Anything mentioned in the general exclusions.

18) The cost of your visas and agent fees.

Section 5: Baggage loss

What we cover

We will cover you up to the limit of liability in the Schedule of benefits (for each insured person) under this policy if your personal baggage is damaged, stolen, destroyed or lost by the carrier (and not recovered) during your trip.

The following sub-limits apply (after deducting the excess amount):

1) The maximum we will pay for any one article or for

any one pair or set of articles is R2 000.

2) The maximum we will pay for sunglasses or

prescription glasses is limited to R1 000 for each

insured person.

3) The maximum we will pay for cellphones is limited

to R1 000 for each insured person.

4) The maximum we will pay for personal baggage or

valuables lost, damaged or stolen from a beach or

poolside is limited to R1 000 for an insured person.

5) The maximum we will pay for a laptop, tablet or

similar personal computer (and any fittings and

accessories) is R2 000.

Special conditions relating to claims

1) If baggage damage or loss is due to a carrier’s

mishandling, we act as secondary insurance. The airline

will provide the main cover. You must report the

damage and loss before you leave the baggage area

and file a claim with the airline first. If you can provide

proof that you have reported the damage or loss and

obtained a property irregularity report from the airline

and you have taken all reasonable and necessary steps

to claim from the airline, we will pay a portion of the

claim. Our liability will reduce by the amount which we

believe the airline is responsible for.

2) If the airline does not allow your claim because you did

not file a claim or that the claim was not filed in time, we

will also not allow your claim because we are secondary

to the airline.

3) We have the choice to pay you for the loss, or replace,

reinstate or repair the items.

4) We pay for claims based on the value of the goods at

the time of the loss.

5) You must take safety measures to make sure your

personal baggage is safe and must not leave it

unsecured or unattended or beyond your reach at any

time in a public place.

6) You must give us proof of purchase (like a till slip,

receipt or credit card/bank statement) when you claim

for goods that were stolen or lost. If you fail to do this, it

may affect the way we assess your claim.

7) You must report the theft or damage of personal

baggage (not caused by the carrier) to the local police

or your hotel or accommodation management within 24

hours of finding out.

8) You must give us written documents from the parties

listed above, confirming that the damage or theft took

place during the trip or we will not pay for your claim.

9) You must carry valuables on you or have left them in the

safety deposit box at your accommodation at the time of

the loss.

10) Liability for a pair or set of items. We will only be legally

responsible for the value of the lost or damaged part of

the pair or set.

What we do not cover

1) Any item that does not belong to you (is lent, hired or

entrusted to you).

2) Any loss, theft of, or damage to personal baggage left in

an unattended motor vehicle if:

a. The items concerned have not been locked out of

sight in a secure baggage area.

b. No forcible and violent means have been used to

get entry into the vehicle.

c. No evidence of such entry is available.

3) Theft of valuables from an unattended motor vehicle.

4) Loss, theft of, or damage to valuables from checked-in

baggage left in the care of a carrier or valuables packed

in your luggage left in the carrier’s baggage hold or

storage area.

5) Electrical or mechanical breakdown of the item.

6) Cracked screens.

7) Wear and tear, damage caused by moths, rats,

cockroaches or insects, dents (where the item is not

completely unusable), scratches, or any process of

dyeing or cleaning.

8) Loss, damage, cost or expense (direct or indirect) as a

result of permanent or temporary removal caused by

detention, confiscation, forfeiture, impounding or

requisition legally carried out by customs, police

services, crime prevention units or any lawfully

constituted officials or authorities.

9) Loss of items that were placed in the security scanning

machine, or damage due to the scanning machine.

10) Any item not defined as personal baggage, including but

not limited to dentures; bonds; securities; stamps or

documents of any kind, driving licences and passports;

musical instruments; typewriters; glass; china; antiques;

pictures; pedal cycles; hearing aids; coupons; vehicles

SECTION 5: BAGGAGE LOSS

Issue Date: 2019

29 30

or accessories; samples or merchandise or business

goods or specialised equipment relating to a trade or

profession, unused cellphone airtime or data (contract

or pre-paid), chronic medicine, gifts, food and any items

purchased while on your trip.

11) Damage to breakable, perishable or brittle items.

12) Forgotten items.

13) Sports gear while in use.

14) Loss or theft of or damage to money.

15) Losses from a roof or baggage rack.

16) Claims for loss, theft or damage to anything that is

shipped as freight or under a bill of loading.

17) Loss or damage to baggage not with you on your flight.

18) Cellphones received as part of a contract where you

have not paid for the full cost of the handset upfront.

19) The policy excess.

20) Anything mentioned in the general exclusions.

Section 6: Missed connection

What we cover

Missed connection cover will apply when the following happens:

The late arrival of your scheduled incoming flight or cruise, which causes you to miss your connecting flight or cruise. Both travel journeys must be booked before you depart from South Africa as part of your original travel plans. We will pay for additional flight and accommodation expenses needed to reach your booked destination by the most direct alternative route if a missed connection at the transfer point interrupts your trip. This is for each insured person up to the limit of liability in the Schedule of benefits and will only be covered if the late arrival of your incoming carrier is caused by:

Bad weather conditions

A strike or industrial action

A mechanical breakdown of the carrier.

Special conditions relating to claims

1) You must take all reasonable steps to start and end the

trip to the departure point and check in for the flight,

sea-crossing or train journey on time.

2) You must get confirmation from the carrier in writing

stating the reason for the delay and how long it lasted.

What we don’t cover

1) Claims where you did not provide receipts for the

expenses claimed.

2) Claims that take place because of an event that was

common knowledge when you booked the trip.

3) Withdrawal from service of the aircraft, sea vessel,

coach or train on which you are booked to travel, by

order or recommendation of the regulatory authority in

any country. You must direct any claim to the transport

operator.

4) Additional costs where the scheduled public transport

operator has offered reasonable alternative travel

arrangements.

5) Claims due to you not allowing enough time to complete

your journey to the departure point (if the minimum

connecting time was less than four hours, or as defined

by the International Air Transport Association).

6) Meals, drinks and taxi costs.

7) Claims where you are unable to provide us with a letter

from the carrier confirming the delay or cancellation of

the flight, and whether they paid any money to you.

8) The policy excess.

9) Anything mentioned in the general exclusions.

What we cover

If a carrier certifies that your baggage has been misplaced outside the borders of South Africa for over 12 hours, we will pay you back for additional expenses you incurred during the delay for the purchase of clothing or toiletries, or both, if your carrier does not provide them, up to the limit of liability in the Schedule of benefits for each insured person for each trip.

Special conditions relating to claims

1) You must give us receipts and a report from the carrier

confirming the length of the delay or there will be no

payment to you.

2) If the carrier confirms that your baggage is permanently

lost, we will deduct the amount paid to you under the

baggage delay benefit from the settlement under the

Baggage loss section as we only provide cover under

one benefit.

What we do not cover

1) Any claim arising in connection with a delay once you

have passed through passport control back into South

Africa.

2) Delay, detention, destruction or confiscation by customs

officials or other authorities.

3) Any claim where you did not obtain receipts and

invoices as proof of purchase.

4) Any item that we do not consider as either clothing or

toiletries.

5) Anything mentioned in the general exclusions.

Section 8: Travel delay

What we cover

If the departure of your international carrier forming part of a booked trip that was paid for before you departed from South Africa is delayed as a direct result of a strike, industrial action, bad weather conditions, failure of air traffic control systems, or mechanical breakdown of aircraft, sea vessel, coach or train for more than 12 hours over the intended departure time: We will pay you back for additional expenses you have incurred during the delay for the purchase of meals, drinks and accommodation. You get cover if your carrier does not cover the costs, up to the limit of liability in the Schedule of benefits for each insured person for each trip.

SECTION 6: MISSED CONNECTION

SECTION 7: BAGGAGE DELAY OUTSIDE THE BORDERS OF SOUTH

AFRICA

SECTION 8: TRAVEL DELAY

Issue Date: 2019

31 32

Special conditions relating to claims

You must give us receipts and a report from the carrier confirming the length of the delay and the reason for the delay or there will be no payment to you.

What we do not cover

1) Claims that take place because of an actual or planned

strike or industrial action that was common knowledge

when you booked the trip.

2) Cancellation of the transport by the carrier. You must

send any claim to the transport operator.

3) Claims where you do not have written confirmation from

the carrier.

4) Costs relating to unused flights, accommodation and

excursions.

5) Anything mentioned in the general exclusions.

Section 9: Theft of money or passport

What we cover

1) If money you are carrying on you or the money you

have left in a safety deposit box is stolen, damaged or

destroyed during a trip, we will cover you up to the limit

of liability in the Schedule of benefits for each insured

person.

2) If your passport is stolen during a trip, we will pay up to

R1 000 for each insured person for the cost of an

emergency passport and reasonable additional travel

and accommodation expenses you have to pay while on

your trip. We do not cover the replacement cost of the

passport itself.

Special conditions relating to claims

1) You must report loss of money or your passport to the

local police within 24 hours of discovery of the incident.

2) You must give to us a written report from the police

confirming that the theft took place during your trip or we

will not pay your claim.

3) You must give us proof that you withdrew foreign

currency or we will not pay your claim.

What we do not cover

1) Shortages or loss due to error, omission, depreciation in

value, or confiscation or detention by customs or other

lawful officials and authorities.

2) Anything that can be replaced by the issuer.

3) The policy excess.

4) Anything mentioned in the general exclusions.

5) Any claim relating to unused flights and accommodation

due to your inability to obtain a valid passport or

emergency travel document.

6) Any transactions where you have not complied with the

South African Reserve Bank’s requirements in terms of

converting foreign exchange.

What we cover

If you become legally responsible for accidental bodily injury to or the death of any person or accidental loss of or damage to their property during the trip, then we will cover you (or in the case of your death, your legal personal representative) against:

1) All sums that you will become legally responsible to pay

as compensation

2) All legal costs awarded to any claimant for the defense

of any claim that we contest or with our permission.

This cover is on condition that there is no other insurance policy in force covering the loss, material damage or your liability. We will pay up to the limit of liability in the Schedule of benefits. This limit applies to any and all people who claim in one period of insurance affected by any and all events with one original cause.

What we do not cover

1) Injury to, or the death of, any member of your family or

household, or any person employed by you.

2) Property belonging to, or held in trust by you or your

family, household or servant.

3) Loss of or damage to property that is the legal

responsibility of you or your family, household or

employee. This does not apply to temporary

accommodation that you occupy and are responsible for

during your trip.

4) Any liability that is because of a contractual agreement,

but that would not exist in law if the contract did not

exist.

5) Claims for injury, loss or damage (direct or indirect) as a

result of:

a. Owning or using the following crafts, vehicles,

vessels or boats: airborne, horse-drawn, motorised,

mechanically propelled or towed, sailing or powered

boat (other than row boats or canoes), animals or

firearms.

b. The pursuit or exercise of any trade, profession or

gainful occupation, or the supply of goods and

services by you.

c. The ownership or occupation of any land or

building.

d. Wilful or malicious acts.

6) Liability or damage that other insurance covers.

7) Accidental injury or loss that is not caused by your

negligence.

8) Any injury, illness, death, loss, expense or other liability

caused by the transmission of a contagious disease or

virus, or to HIV or any HIV-related illness including AIDS

or any variations of it.

9) Any claim that took place within the borders of South

Africa.

10) Judgements that are not in the first instance handed

down from a court in South Africa or the country in

which the event occurred. This means that we will not

accept judgments from:

a. Courts from countries outside South Africa

SECTION 9: THEFT OF MONEY OR

PASSPORT

SECTION 10: PERSONAL LIABILITY

Issue Date: 2019

33 34

b. Tribunals, arbitrators and other non-judicial bodies;

or

c. Any appeal court.

11) The policy excess.

12) Anything mentioned in the general exclusions.

Section 11: Hijacking of public conveyance

What we cover

We will pay up to the limit of liability in the Schedule of benefits for every 24-hour period if the aircraft or cruise ship you are travelling in is hijacked for more than 24 hours on the original, pre-booked trip. You must give us a written statement from an appropriate authority confirming the hijacking and how long it lasted.

What we do not cover

1) Any claim resulting from you acting in a way that could

cause a claim under this section.

2) Anything mentioned in the general exclusions.

Section 12: Carrier accumulation limit

The carrier accumulation limit is the maximum amount we will pay in total for all insured persons travelling in the same carrier.

1) The maximum amount we will pay is R2.5 million.

2) If a claim is for more than the carrier accumulation limit,

we will reduce the liability of each insured person who

claims until the total of the claim is not more than R2.5

million.

SECTION 11: HIJACKING OF PUBLIC

CONVEYANCE

SECTION 12: CARRIER ACCUMULATION

LIMIT

Issue Date: 2019

35 36

Schedule of benefits

Benefit Limit

Age limit 75 years

Emergency medical treatment

Injury R1 000 000

Illness R1 000 000

Out-patient excess R2 000

Dental R5 000

Visit by a family member Actual expense

Return of children Actual expense

Return of travel companion Actual expense

Burial, cremation or return of mortal remains

Actual expense

Coffin expenses R10 000

Medical evacuation, transport to medical centres, return to South Africa

Actual expense

Medical assistance benefits

Medical referral Assistance only

Medical monitoring Assistance only

Emergency medicine Assistance only

Hospital benefit [daily benefit of R200 for a maximum of 15 days]

R3 000

Assistance services

Cash advances Assistance only

Consular referral Assistance only

Emergency travel and accommodation arrangements

Assistance only

Legal assistance abroad R5 000

24-hour medical emergency assistance telephone line

Assistance only

Replacement of lost travel documents

Assistance only

Sending urgent messages Assistance only

Personal accident cover

Public conveyance R500 000

24-hour cover R250 000

Terrorism extension R250 000

Cancellation and curtailment cover

Unforeseen illness, injury or death

If you are made redundant

Accidental damage, burglary, flooding or fire in your home

R15 000

Your compulsory quarantine

A terrorist act in a city listed on your trip plans

Pre-existing medical condition

R7 000

Pregnancy R7 000

Excess R500

Baggage loss R15 000

Maximum insured value of any one item

R2 000

Excess R500

Missed connection – minimum 4-hour connecting time

Incurred expenses up to R3 000

Baggage delay – 12-hour excess

Incurred expenses up to R2 000

Travel delay – 12-hour excess

Incurred expenses up to R2 500

Personal liability

Bodily Injury or material damage

R2, 500 000

Excess R1 000

Hijack and wrongful detention [daily benefit of R750 for a maximum of 10 days]

R750 a day for up to 10 days R7 500

Carrier accumulation limit R2 500 000

Issue Date: 2019

37 38

Disclosure notice to short-term insurance policyholders

Important – please read carefully (this notice does not form part of the insurance contract or any other document) The details of these companies and what they do is set out below.

Particulars of the UMA

Business name Oojah Travel Protection (Pty) Ltd

Physical address

22 Oxford Rd, Parktown, Johannesburg

Postal address PO Box 41641, Moreletapark, 0044

Telephone number

011 351 4531

Fax number 0866 43 44 36

Email address Travelinsurance@oojahtravel.co.za

Other key conflict of interest disclosures

Relating to your UMA:

Does your UMA have a shareholding in any insurer?

No

Does your UMA receive more than 30% of their income from any insurer?

Yes, The Hollard Insurance Company

Does your UMA have a relationship with any insurer that provides a financial interest other than ownership?

No

Does your UMA have a relationship with any other broker that provides an ownership or financial interest?

No

Does your UMA have a relationship with any distribution channel that provides an ownership, financial interest or support service?

No

Does your UMA have a relationship with

No

any other person that provides an ownership or financial interest?

Any combination of these relationships or ownership or financial interests may present a potential conflict and as such we need to ensure you are aware of these.

A full copy of the binder holder’s conflict of interest management policy can be obtained from:

travelinsurance@oojahtravel.co.za

Disclosure of premiums and fees

All premium obligations and fees are disclosed in your policy schedule

Manner of payment of premium, due date and consequence of non-payment

Please refer to your policy wording for details regarding premium payment, due dates of payment and consequences of non-payment

Name of company

Associated compliance

Telephone number

011 678 2533

Your UMA is authorised to provide financial services in respect of short-term personal lines and commercial lines products

License number: 42928

Your UMA has the following insurance in place which provides protection to clients

Professional indemnity

R10 000 000

Fidelity guarantee

R10 000 000

Intermediaries guarantee facility

Nil

Your insurance product involves four companies performing different functions: The insurer This is the insurance

company that ultimately receives your premium and is liable for claims

The underwriting management agent (UMA)/binder holder

This company ‘binds’ or deals with various aspects of your policy on behalf of your insurer (for example, deciding on your premiums and settling your claims).

Issue Date: 2019

39 40

If you have a claim against your policy, please note the following:

a) Procedures for the submission of claims are detailed in the policy wording.

b) You may contact the UMA’S claims department at the above address or by telephone on 0861 455 738 for assistance.

Complaints

If you would like to lodge a formal complaint regarding your Insurer, the binder holder, the financial adviser or your travel agent (relating to the insurance product), please write to: The Hollard Insurance Company Limited Hollard Insure Email: Hollardinsuredisputes@hollard.co.za Website: www.hollard.co.za (click on the ‘Contact Us’ button at the top of the page)

If you get no response or you are dissatisfied with the outcome of your complaint, you may approach the Short-Term Ombudsman or FAIS Ombud, using the details below.

The Ombudsman For Short-Term Insurance

The FAIS Ombud

Physical address

Sunnyside Office Park, 5th Floor, Building D/32 Princess of Wales Terrace, Parktown

Physical address

Eastwood Office Park, Baobab House, Ground Floor, Cnr Lynnwood Rd & Jacobson Dr, Lynnwood Ridge, 0081

Postal address

PO Box 32334, Braamfontein, 2017

Postal address

PO Box 74571, Lynnwood Ridge, 0040

Telephone number

0860 726 890/ 011 726 8900

Telephone number

012 470 9080

Fax number

011 726 5501

Fax number

012 348 3447

Email address

info@osti.co.za

Email address

info@faisombud.co.za

Website www.osti.co.za

Website www.faisombud.co.za

Your insurer

Business name The Hollard Insurance Company Limited

FSP number 17698

Physical address 22 Oxford Rd, Parktown, Johannesburg

Postal address PO Box 87419, Houghton, 2041

Telephone number 011 351 5000

Fax number 011 351 0691

Website www.hollard.co.za

Compliance department 011 351 5000

Commission, binder and conflict of interest disclosure

Sand Olive Investments (Pty) Ltd, a company within The Hollard Group of Companies, owns 75% of the shares in the UMA. A Hollard employee sits on the board of the UMA as a non-executive director.

The binder holder is paid a binder fee which is calculated on the gross written premium it places with the insurer.

The UMA is paid a binder fee which is calculated on the gross written premium it places with the insurer.

Binder disclosure

Oojah Travel Protection (Pty) Ltd acts as a binder holder for The Hollard Insurance Company and has a signed binder agreement to this effect. In terms of the agreement, the binder holder may:

1. Enter into, vary and renew policies; 2. Determine premiums; 3. Determine policy benefits; 4. Settle all valid claims

The binder holder may not reject claims, nor may it cancel policies. The insurer may only do this.

Other matters of importance

a) You must be informed of any material changes to the information provided above.

b) If the information above was given to you verbally, it must be confirmed in writing within 30 days.

c) If any complaint to the binder holder, UMA or insurer is not resolved to your satisfaction, you may submit a complaint to the Short-term Insurance Ombudsman or the FAIS Ombud, depending on the nature of the complaint.

d) A polygraph or any lie-detector test is not obligatory in the event of a claim and the failure thereof may not be the sole reason for repudiating the claim.

e) All material facts must be accurately and properly disclosed, and the accuracy and completeness of all answers, statements or other information provided by or on your behalf remains your own responsibility.

f) You must on request be supplied with a copy or written or printed record of any transaction requirement within a reasonable time.

g) Do not sign any blank or partially completed application forms.

h) Complete all forms in ink. i) Keep all documents handed to you. j) Make note as to what is said to you.

k) Don’t be pressurised to buy the product. l) Incorrect or non-disclosure by you of relevant facts

may influence an insurer on any claims arising from your contract of insurance.